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Summary

Accomplished technology professional with expertise in customer success, business systems analysis, and software design. I help brands through design, implementation, and measurement of solutions from concept through post production.

Experience in program management, messaging, chat, AI/Bots, project management, data analysis, client relationships and helping brands connect to their customers.

I employ a proactive management style and strong leadership techniques to generate results-driven workplace environment; resulting in employee loyalty and stakeholder satisfaction at all levels.

Work experience

2014present

Senior Customer Success Manager

LivePerson
  • Planned, managed, and executed the migration of customers to a new Messaging platform including creating a shared customer road-map, performing migration assessments, articulating client goals, objectives, and needs through business cases, solution design and technical expertise while demonstrating the value of the solution(s) to increase revenue, decrease costs, and increase customer satisfaction in alignment with business goals.
  • Managed a $4.3M portfolio of accounts driving strategic analysis of business opportunities in partnership with clients as a trusted advisor to articulate goals, objectives and problems customers are trying to solve. Present technology road-maps, solution designs, and proactive planning to increase customer growth, address account risks before the renewal cycle, and increase retention.
  • Manage cross-functional resources (internal and client) including analytics teams, deployment engineers, customer support, and developers to deploy Messaging, BOT, and other Open API customized services on time and within budget.
  • Execute the deployment process using SaaS configuration tools and methods to modify engagements, enable features as a solution, and configure the platform environment in alignment with program goals.
  • Optimize the performance of the program through metrics tracking, data analysis, and make configuration, behavioral, and process changes to improve the results of the program. Issue tracking to resolution both during deployment and ongoing support of the program.
  • Implemented a continuous feedback cycle with product management, development, and support with uses cases, solutions, and process documentation to migrate customers successfully and scale the deployment process for growth.
  • Always improving the customer relationship as a trusted advisor maintaining a 98% customer satisfaction score, an NPS score of 25, and increasing client results by 25% over the past year.
20122014

Operations Program Manager

Microsoft
  • Designed a Data Quality program with a goal to improve and maintain data quality by leveraging a cross organization team to drive Data Quality methods and practices in support of global Data Center deployments.
  • Designed and implemented a Data Quality Maturity model as way to build data stewardship and long-term data management methods and practices for managing data center data.
  • Designed and implemented a policy program which provides processes to create and update Policies, capture and communicate changes of Business Policy to stakeholders, and reduce risk for the internal products when making financial and operational decisions.
20092012

Program Manager

LivePerson

Optimize and project manage the deployment of the LivePerson solutions to maximize the influence of the online customer engagement channels.

  • Responsible for building and launching LivePerson services; which includes strategy assessment and review, design, and driving the release and strategic optimization of the deployment and the partner engagement.
  • Use web page design and ecommerce platform configuration tools to design solutions while managing multiple resources including program managers, deployment engineers, creative teams, and developers to deploy Chat, Mobile, and other Open API customized services on time and within budget.
  • Perform strategic analysis of business opportunities for the LivePerson solution in partnership with clients as a trusted advisor to optimize current deployments as well as seek new opportunities to improve client ROI, increase customer satisfaction levels, and increase revenue.
20082009

Senior IT Project Manager

Virtuoso

Delivered cross-functional projects supporting Product Development and Technical Operations to create a web based application for luxury travel. 

  • Created detailed project schedules, release timelines, defining, and managing resources including program managers, system engineers, database engineers, and network engineering to execute against the product schedule of the Virtuoso web based product.
  • Plan and coordinate software release efforts of applications using AGILE methodologies; drove daily/weekly status communication/meetings, executing change management, execute plans for release readiness with internal and external stakeholders, messaging external customers with product release plans
20082008

Services Program Manager

Expedia, INC.

Delivered multiple projects supporting world-class online services for travel industry; utilized both iterative and waterfall methodologies and collaborating with cross-functional teams.

  • Planned, allocate resources, and deployed multiple releases of IT projects for Data Warehouse, Contact Center, PeopleSoft, and Expedia Financial Services products, solutions and technical infrastructure.
  • Performed resource capacity planning, budget and scoping of new IT projects in support of Product Development through the IT Project Management Office.
  • Communicated executive level status reporting of operational metrics and escalation of issues that impacted scope, schedule, project cost, or product cost to affected stakeholders as the IT liaison to Product Development.
20072008

Manager, Program Management

Talyst Corporation

Led high performance team to implement programs and projects for enterprise-class pharmacy management solutions; collaborating with stakeholders and business owners.

  • Defined product strategy, feature set, and release strategy for multiple healthcare products and initiatives targeting Acute care hospital systems and Long-term care pharmacies and facilities.
  • Execute multiple release cycles for new and legacy product by managing the project plan for functional implementation, development, test, and deployment milestones.
  • Aligned product development goals and objectives with project scope, deliverables, timelines, and project meetings; facilitated and documented customer research site visits and feedback meetings into use cases and functional specifications for product management and development purposes.
20012007

Program Manager

Microsoft

Created and delivered software/hardware products and solutions with an emphasis on customer experience.

  • Implemented projects and integrated release management deliverables for the Windows Operating System; Windows Media Player 11 and other Windows Media technology.
  • Led the project team for development of the Windows Media Player 11 product integrating services, applications, and media devices as part of the release.
  • Defined and executed the Sustaining Engineering process for Windows Media technology releasing hot fixes, QFEs, and major updates to legacy product.

Education

Bachelor of Art, Business Administration - Information Systems

Washington State University

Master of Business Administration

Seattle University

Skills

Partner Management
Data Quality
Social Media
Program Management
Product Management
Cross Functional Team Leadership
Cloud Computing
Software Project Management